Service Desk Lead

Position Overview:

We are seeking a skilled and proactive professional to provide exceptional customer support through calls, chat, and email. The role involves resolving technical issues, handling queries, and ensuring timely and effective solutions while delivering excellent customer service.

Key Responsibilities:

• Attend and resolve client issues via calls, chat, and email.
• Utilize ticketing tools such as ServiceNow, Remedy, or Control M to log and track issues.
• Troubleshoot and resolve issues related to VPN, drivers, O365, driver installations, and Active Directory.
• Provide general support for operating systems across various platforms.
• Understand basic concepts of networking and cloud computing.
• Support productivity applications such as Microsoft Office tools.
• Work in a 247 environment, adhering to shift schedules.
• Analyze and resolve customer issues independently, thoroughly, and efficiently.
• Demonstrate problem-solving skills and quick thinking to address and resolve queries.
• Be proactive and respect customer time while ensuring value in every interaction.
• Manage time effectively to handle multiple customer interactions.

Must-to-Adhere and Non-Negotiables:

• Excellent communication skills.
• Comfortable working in US shifts (247, flexible shifts).
• 100% work from office (no hybrid).

Preferred Qualifications:

• Any graduate.